Jessica Sifuentes
Fontana,CA
Summary
Results-driven professional with extensive experience in technical support and customer service. Demonstrates strong problem-solving skills and effective communication, ensuring timely resolutions and high customer satisfaction. Eager to leverage expertise in a challenging role.
Overview
2
2
Languages
11
11
years of professional experience
Work History
Service Area manager
Amphion
Rancho Cucamonga, California
10.2023 - 04.2026
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided exceptional customer support by addressing inquiries and resolving technical concerns promptly.
- Rerouted drivers during emergency situations to maintain service continuity.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Diagnosed technical issues to restore system functionality and minimize downtime.
- Collaborated with cross-functional teams to identify root causes of recurring problems.
- Monitored system performance and reported anomalies for proactive problem management.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Provided remote support to customers experiencing technical difficulties.
Technical Support Representative
American Security Products
Fontana, California
11.2019 - 04.2023
- Served as first point of contact for incoming technical service calls and emails.
- Assisted customers with product inquiries and technical issues efficiently.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved customer complaints by identifying root causes and offering solutions.
- Used remote login tools to assist clients with technical and product questions.
- Collaborated with team members to troubleshoot complex security system problems.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Provided training and guidance to new staff on support procedures and tools.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Developed and maintained strong relations with customers to meet quality expectations.
- Conducted follow-up calls to ensure customer satisfaction after support interactions.
- Monitored customer feedback to ensure high levels of satisfaction.
- Maintained knowledge of current security products and industry trends consistently.
- Escalated unresolved issues to senior technicians for further investigation promptly.
- Demonstrated advanced product knowledge to solve customer issues.
- Collaborated with other departments such as sales, marketing, and engineering to address project needs.
Customer Service Representative
Veronicas Insurance
San Bernardino, California
03.2018 - 01.2019
- Handled customer inquiries through phone, email, and chat support channels.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved client complaints efficiently to maintain customer satisfaction levels.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Educated customers on claims procedures and documentation requirements.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Assisted clients in understanding insurance policies and coverage options.
- Maintained accurate records of customer interactions and transactions daily.
- Processed policy renewals and updates in the insurance management system.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service representative
Stanley Pest Control
El Monte, California
08.2015 - 09.2019
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer complaints efficiently to ensure satisfaction and retention.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with pest control inquiries and service scheduling.
- Educated clients on pest prevention techniques and product usage.
- Collaborated with technicians to coordinate service appointments and follow-ups.
- Maintained accurate records of customer interactions and service requests.
- Utilized CRM software to track customer information and service history.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Prioritized and organized tasks to efficiently accomplish service goals.
Education
GED -
HSE
Ontario, CA01-2025
Skills
- Technical troubleshooting
- Problem resolution
- Service scheduling
- Technical documentation
- Documentation management
- Effective communication
- Team collaboration
- Crisis management
- Customer relationship management
Languages
English
Professional
Spanish
Professional
Timeline
Service Area manager
Amphion
10.2023 - 04.2026
Technical Support Representative
American Security Products
11.2019 - 04.2023
Customer Service Representative
Veronicas Insurance
03.2018 - 01.2019
Customer Service representative
Stanley Pest Control
08.2015 - 09.2019
GED -
HSE